ByPlayvox Team
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Nearly 75 percent of consumers expect a personalized customer journey when interacting with companies, and even more get frustrated when they don’t receive it. From the ads in our Instagram feed to our Amazon product recommendations, personalization is everywhere—including today’s contact center. Approximately 70 percent of customers say that having an agent who knows who…
ByPlayvox Team
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Working in the contact center space, you likely hear multichannel vs omnichannel thrown around a lot. Though there are similarities between the two—they both obviously have to do with the channels you use to engage with your customers—they are distinct. Most industry leaders agree that multichannel is becoming obsolete and that omnichannel is the future….
ByPlayvox Team
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Customer service technology that delivers measurable, positive results starts with people—not technology. According to Gartner research published in the Harvard Business Review, optimizing customer experience (CX) is not about shiny, over-the-top digital capabilities or automation alone. For customer service technology to truly move the needle, it must bridge technology and human-to-human connections—connections that begin and…
ByPlayvox Team
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To say that today’s world is “fast-paced” would be an understatement. Whether they’re accessing instant streaming content, same-day delivery, or real-time social media updates, consumers these days expect immediate gratification. The same thing can be said about timely customer service. Speedy customer support is no longer nice to have — it’s table stakes. In this…
ByPlayvox Team
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Consumers prefer to go digital in just about every aspect of their lives, including their business and brand interactions. That’s why companies are increasingly investing in digital transformation to serve consumers, meet their expectations, and stay competitive. But what exactly does digital customer service entail, and how can you make it truly effective? In this…
ByPlayvox Team
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Before 2020, contact center forecasting and scheduling was considered more of an art than a science. No two schedules were the same, and lots of intuition and calculations went into building a winning formula. However, since then, changing scheduling dynamics have added layers of complexity to deriving accurate and optimal schedule forecasts. To stay current…
ByPlayvox Team
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Contact centers are the cornerstone of your company’s customer service experience. Yet, help desk, support staff, and contact center agent retention remains a serious and unresolved challenge for many organizations. According to Gartner, high levels of disengagement lead to increased costs, as well as poor employee and customer outcomes. The research finds that disengaged representatives…
ByPlayvox Team
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Is your contact center a leader or follower when it comes to innovating agent experience? Think about the definition of innovation, then ask, “How does my contact center and leadership stack up?” Innovation is defined as “the process of bringing about new ideas, methods, products, services, or solutions that have a significant positive impact and…
ByPlayvox Team
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The future of work is an important topic of discussion for business leaders. While we can’t know for sure what the future of work will look like, one thing seems certain—flexible work is a major component in achieving satisfaction among the modern workforce. Since the COVID-19 pandemic, attitudes toward ongoing remote, hybrid, and flexible work…
ByPlayvox Team
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More than four years after the global shutdown caused by the COVID-19 pandemic, it would be reasonable to think the effects of the Great Resignation are far behind us. If you’re a contact center leader dealing with turnover costs, though, you’re likely to argue otherwise. The hard truth is that employee turnover costs remain a…
New eBook
Transforming Customer Experience: The Impact Of AI On Contact Centers
We’re excited to announce that Playvox has joined NICE, a global leader in AI-powered contact center solutions. Together, we’ll strengthen our commitment to optimizing customer service with innovative workforce engagement tools. Stay tuned at NICE.com for more updates as we integrate and expand our capabilities to serve you even better.